Contact Services Operations Specialist - Remote

What do we do?

ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACDs heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.

Limitations:

>>>>> Due to our current client contracts, we are unable to hire INTERNATIONALLY and in these states at this time: CT, MA, DE, DC, NJ, NY, NV, CA, OR, RI, MT, MN, ID, WY, WA, AK, HI, PR

All applicants applying from these states or internationally unfortunately cannot be considered.

Summary of Role

The Operations Specialist is responsible for supporting the Operations Supervisor in the day-to-day Contact Center operations.

What will you do?

• Assist with staffing ticket management and create and distribute reports, as needed.
• Serve as a Subject Matter Expert (SME) for contact center standard operating policies and procedures.
• Act as a point of contact for the support staff to assist with questions about workflows and projects.
• Responsible for updating client staffing tickets and coordinating/scheduling of the various shift types depending on client requests/needs.
• Respond to and alert Operations Supervisor regarding internal staffing issues via ticket and/or emails with urgency and immediacy.
• Available to assist and monitor Discord and Teams during anticipated heavy call volume times or as needed by CCMs and CC Management.
• Available to handle escalated customer/member calls from support staff (escalated Supervisor calls) for resolution.
• Support the various ticket teams and staff team as needed, and act as a backup when members of the team are absent.
• Crosstrain in the day-to-day call center skills, tasks, and projects.
• Other duties and special projects as requested or assigned.
• Provide administrative functions for the Operations Team.

What does it take?

• 1+ year experience working in a virtual contact center environment.
• Knowledge of Microsoft Office products (Excel, Word, Outlook).
• Time management and customer service skills.
• Must be able to work in the evening and weekends (Friday, Saturday and Sunday) No exceptions

How we will support you?

- Remote Work No commute time to the office

- Equipment Provided:

Laptop

Headset

Monthly Internet Stipend

- Benefits:

Medical/Vision and Dental Insurance

Flexible Spending Account / Health Savings Account

Personal Accident Insurance

401(k)/Roth with matching

Tiered PTO based upon length of employment

Discounts & Life Services offered through Optum EAP

- Team Environment The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years. (Not bad for a company who has been in business for 20 years!)

**ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.